Senior Customer Success Manager

6 days ago


San Francisco, California, United States Instrumentl Full time
Senior Customer Success Manager

Instrumentl is seeking a highly motivated and experienced Senior Customer Success Manager to join our growing team. As a key member of our Customer Success team, you will play a pivotal role in helping our customers achieve their goals while using Instrumentl.

Key Responsibilities:
  • Design and implement world-class one-to-many customer experiences that scale
  • Build, lead, and rapidly implement tests on broader Customer Success strategy to reduce the time to value for customers
  • Identify and execute targeted renewal and upsell campaigns to drive customer retention and expansion
  • Take on primary ownership and accountability for meeting and exceeding customer satisfaction, adoption, retention, and expansion goals within your book of business
  • Manage the full customer journey, from onboarding new customers to driving engagement, fostering customer advocacy, and ensuring renewals
  • Contribute to the Instrumentl Knowledge Base by regularly authoring, editing, and updating documentation such as KB articles, guides, community FAQs, product documentation, etc. in collaboration with our Associate Support Specialist
  • Handle customer escalations and interact directly with customers
  • Be the voice of customers across the company, especially when collaborating with product and other revenue teams
Requirements:
  • 3+ years of Customer Success Management and/or Account Management experience in a SaaS environment, preferably in a Scale CSM role managing 100+ accounts
  • Experience using efficient CS methods in a low ACV environment (less than $15K) and managing onboarding processes that combine human interaction and self-service tools
  • Strong business acumen where you can answer unstructured business questions and interpret qualitative and quantitative data to drive projects to conclusion
  • Resourcefulness where you are comfortable figuring things out on your own once given general direction and parameters for guidance
  • Ability to design, build, and lead customer engagement and community programs that turn users into vocal advocates
  • Excellent cross-functional collaboration and communication skills
  • Passion for Instrumentl's mission and the work done by the nonprofit community
What We Offer:
  • Competitive salary + equity
  • Health, dental, and vision insurance
  • 401k
  • Generous PTO policy, including parental leave
  • Company laptop + $500 to set up your home workstation
  • Work with awesome nonprofits around the US. We partner with incredible organizations doing meaningful work, and you get to help power their success.

We're looking for someone who is passionate about helping nonprofits force multiply their ability to create impact. If you're excited about the opportunity to join a growing, profitable SaaS company and be an early team member on a Customer Success team, we encourage you to apply.



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